Welcome to One Smile Merch - the HALO online merchandise store featuring One Smile Merch approved branded merchandise. Please take a moment to read through this information before placing your order. It will help make your shopping experience much more enjoyable. In the event that you have any additional questions or concerns, please do not hesitate to contact us
Q: I am having trouble accessing my account. Can you help?
A: If you are locked out of your account or have forgotten your password please contact us and for a resolution.
Q: How do I reach Store Operations Support?
A: Please contact us for any support concerning merchandise or logo creation/submission.
Q: My region is showing incorrectly, how can I change it?
A: Please contact us and say which domain (North America or Europe) you need to be switched to. We need the following information to complete your order:
- Site Code/Team Name
- User(s) to be switched, please include full name and email
Q: When will my order ship?
A: All production timelines are listed on each product page. Our typical timeline for logo design and upload takes up to 2-3 weeks. Our typical timeline for products is 14-20 business days, and additional 3 business days if optional art proof is selected. Rush options are available but are limited to specific items.
Q: How do I check the status of my order?
A: Please contact us with your order confirmation number and we will give you the status of your order.
Q: Can I place a phone order?
A: The One Smile Merch Site is mobile friendly, however, we do not accept orders over the telephone.
Q: How do I request a shipping address change after my order has already been placed?
A: Please note, not all address changes can be issued as production is a time-sensitive issue. To request a change of address please contact us and provide your order confirmation number and the new address you would like to ship to. If you are shipping to multiple addresses please note that there will be additional shipping fees associated with your address changes.
Q: Which countries are getting shipped under North America region?
A: Armenia, Australia, Bahrain, Bangladesh, Canada, China, Cyprus, Georgia, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kuwait, Malaysia, Mexico, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Syria, Thailand, Turkey, United Arab Emirates, USA, and Vietmam.
Q: Which countries are getting shipped under Europe region ?
A: Albania, Andorra, Armenia, Australia, Austria Azerbaidjan Balarus Belgium Bosnia-Herzegovina, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, HUngary, Iceland, India, Ireland, Italy, Kazakhstan, Latvia,Liechtenstein, Lithuani, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Ramania Russia, San Marino, Serbia, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Turkey Ukraine United Kingdom, USA, and Vatican City State.
Q: I don't see my country from the drop-down on the shipping page, what should I do?
A: Please contact us with the country of need
Q: How do I order by credit card?
A: We accept PCard payments on this site. To pay via CC please select the PCard” option when finalizing your cart. You will then be taken to a secure credit card collection site where you will be issued a token. This token will be recorded, and your items will go into production. Please be aware of any daily limits you may have on your PCard.
Q: Is there a spending cap for credit card entries?
A: Yes, there is a $2,000 subtotal limit on all credit card entries. Any order above this threshold will need to be paid via PO.
Q: What vendor ID do I use for a Coupa PO?
A: - North America: 9554442 (Chicago)
- Europe: 29744745 (Longservice.com)
Q: How do I access the Coupa portal to submit payment?
A: Please use the below links for reference:
Coupa Training: https://w.amazon.com/bin/view/Coupa_Training/
Requisition Training: https://broadcast.amazon.com/videos/163639
Q: When will my logo be completed?
A: Our typical timeline for logo design and upload takes up to 2-3 weeks. Any revisions are subject to a 2 business day timeline. Timelines may vary due to logo capacity.
Q: How do I select my logo to shop?
A: Once your logo has been fully uploaded to the One Smile Merch Site (24-48 business hours), go to Available Logos and select your site code then click save & continue to shop.
Q: Where can I download my logo?
A: Go to Download Logos under Available Logos tab, your logos will be available within a week from when we upload it on the site.
Q: How do I submit a logo request?A: There are two ways to submit a logo request:
- On Demand Logos (faster solution) – You will be given some prompting questions asking you information about your site. You will then be ushered to a page that will allow you to choose from a pre-approved list of logos. These logos have already been approved by PR and Trademarks so we can upload them directly to the site in 48-72 hours after the submission. Please note, we cannot change anything to these symbols – they come as-is.
- Customize your own logo – if you do not see anything you like on the pre-approved list you will be sent to a Custom Logo form and asked some detailed questions about what it is you are looking for in a logo. It is important that you are descriptive in these answers as this is how our art team creates your logo options. After you answer the questions you will be moved to a checkout page where you will be issued a one-time $750 charge for creative services. These logos take 4 business days to create the reviewable files. Once you select your logo, we will submit the logo to trademarks and legal for final approval and then will being the upload to the site.
Q: Do I need trademark and legal approval to move forward with my design?
A: No, HALO is a trusted partner with Brand and Legal and has the ability to move forward with all site logos. There is no longer a need to reach out to Trademarks or legal for logo approvals.
Q: Can I use a Peccy on swag?
A: No, peccy is not permitted to be on apparel items. Peccy can be printed on hard goods items such as water bottles, pins and lanyards. Please contact us for how to use Peccy for your merchandise items.
Q:What happens if I travel between North America and Europe?
A: If your operation site is available for both the North America and EU domain please notify us so we can make the logo available in both domains. If you need to change your domain, please contact us.
Q: Can I order less than the minimum quantity on the site?
A: Minimum quantity is advised for regular order and shipment process. However, some select product are allowed to order less than minimum quantity. For any questions concerning less than minimum quantities, please request it via contact us and we will advise on whether your request is possible.
Q: Can I make a custom design with my existing logo?
A: Yes. We have the ability to edit any existing logo to align with the Amazon Brand Guidelines. Please note, there are specific guidelines that need to be met in order to be featured as a logo on the One Smile Merch Site. You can submit a logo request via the Custom Logo form. Additionally, you have the ability to select a free logo via On Demand Logos. These logos are previously created and available for any site (limit 1 design per site). Please note that these logos are not editable, any requested changes to these logos will result in a $500 art fee.
Q: I’m not seeing exactly what I need, who can I contact for assistance?
A: At HALO, we provide merchandises for any other alternative needs and events. If you would like to request or suggest different products, please include the items you are looking for, budget, quantity and any timelines you may have.